Education and Experience:
- (Preferred) Bachelor’s Degree
- 2 to 3+ Years of experience
- Security+ CE (or appropriate DoDM 8570 Baseline Certification)
- IAT Level II certification is required before start
- Public Trust Clearance – Tier 3
System AdministratorResponsibilities:
- Assist Field Technicians in response to situations where the normal troubleshooting processes have failed to resolve the customer’s problem at Tier 1 or Tier 2 Help Desk support.
- Provide installation, support and maintenance for approximately (23) Servers used for printer services, database or file storage services, medical application services, or other business functions.
- Perform maintenance and technical support for network security applications such as hard-disk encryption.
DDI Support Responsibilities
- Diagnose, troubleshoot, and repair Navy DDI problems reported by end users regarding the Information Systems and other hardware that has been provided for their use.
- Coordinate with equipment vendors as required to diagnose problems, perform troubleshooting, and install replacement components for defective parts.
- Assist Field Technicians and the end-user with obtaining, installing, configuring, and repairing Information Management Systems and peripherals.
- Diagnose and troubleshoot problems affecting software applications used by Navy end-user and coordinate with the site Systems Administrators as necessary to resolve problems.
- Install and configure new Navy DDI hardware including upgrades acquired by the Government and ensure that the equipment operates according to the manufacturer’s specifications and/or in compliance with current Government Information Security guidelines.
- Install Navy DDI software on new hardware and may be required to transfer user data files from old equipment to the new equipment and perform functional testing with the end-user after installation to ensure that full functionality exists with the new equipment, as required.
- Relocate, install, or retrieve Navy DDI computer equipment to/from other locations as required and ensure that all configuration and asset inventory documents are updated to reflect the new location.
- Responsible for digital sensors, drivers for the digital sensors, operation of the APTERYX application and coordinating replacement of bad devices.
- Provide help desk Tier 1 and Tier 2 support. The help desk functions as the single contact-point for end-users' incidents. Provide assurance that service requests, incidents, and problems are managed in accordance with industry best practices.
- Support other 3rd party software in support of dental clinic operations, such as; DENCAS, CareStream, MedWeb, Dolphin, SDI, Dental PAX integration, and other new technologies as required.
- Perform Configuration updates, changes, and installations of new hardware and software to be in compliance with Government Information Security guidelines.
Knowledge and Skills:
- Excellent verbal and written communication skills
- Ability to organize and facilitate planning and demonstrations
- Ability to track, manage, and ensure projects tasks are completed in a timely manner
- Strong commitment to providing quality service
- Excellent interpersonal, negotiation and communication (verbal and written) skills
- Excellent organizational, time management and follow through skills
- Ability to manage multiple competing priorities
- Strong analytical and follow through skills
- Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
- Ability to work well independently on defined tasks
- Ability to work well as part of a team
- Knowledge of ServiceNOW Ticketing/Global Service Center
- Basic knowledge of network troubleshooting (PING, Speedtests)
- Knowledge of Windows 10 and 11 OS
- Knowledge of MS Office 365
- Knowledge of DENCAS, CareStream, MedWeb, Dolphin, SDI, Dental PAX Active Directory
- Knowledge of APTERYX application
TechnicalKnowledge
- Experience with call management system
- Experience with ServiceNOW Ticketing/Global Service Center
- Experience with troubleshooting DENCAS, CareStream, MedWeb, Dolphin, SDI, Dental PAX Active Directory
- Experience with troubleshooting APTERYX application and coordinating replacement of bad devices
Travel Requirements:
- This position will involve less than 10% travel
Clearance/Citizenship:
- Public Trust Tier-3
- Must be US Citizen
Location: Lovell Federal Health Care Center (FHCC), North Chicago, IL 60064